Voice recognition method and apparatus using model number lookup

ABSTRACT

A voice response system for use in obtaining return qualification information for a product using a non-unique product identifier, including: a dial-in voice system operable to prompt a caller for the non-unique product identifier, wherein the non-unique product identifies the product as a member of a defined product group: a product registration database including a plurality of different, non-unique product identifiers: a return policy storage that defines return policies for each of the non-unique product identifiers: and an arrangement that looks up a specific return policy for the non-unique product identified entered by the caller and provides information to the caller regarding return qualification for the product identified by the non-unique product identifier.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of application Ser. No. 12/659,856,filed Mar. 24, 2010, which is a continuation of application Ser. No.10/398,556, filed Sep. 9, 2003, which is a National Phase of PCTApplication No. PCT/US01/31589, filed Oct. 10, 2001, which claims thebenefit of U.S. Provisional Application No. 60/238,452, filed Oct. 10,2000, the entire contents of each of which are hereby incorporated byreference in this application.

BACKGROUND AND SUMMARY OF THE INVENTION

The present invention relates to voice recognition units or systems(VRUs) for enabling users to remotely obtain information in an efficientand accurate manner from a database using voice commands and/orresponses over a telephone system. More particularly, the inventionrelates to a VRU system that enables users to obtain informationregarding return, warranty, replacement and/or repair of previouslypurchased products from an electronic product registration (ER) system,such as the type disclosed in U.S. Pat. Nos. 5,978,774 and 6,018,719,the disclosures of which are incorporated by reference herein in theirentirety.

Electronic registration (ER) systems rely on the use of a uniqueidentifier, such as a serial number, for each product that is purchased.The serial number is obtained at the point of sale for inclusion in aregistration database, together with other information, such as a dateof transaction. This database can then be accessed in connection with anattempted product return/warranty transaction for the purpose ofdetermining if the product qualifies for return/warranty underapplicable return/warranty criteria (which is also stored in or madeavailable to the system). Such electronic systems may also be used inconnection with repair and/or exchange transactions, in addition toreturns, by enabling an accurate determination as to whether the productqualifies for any of these actions under the appropriate policies andcriteria under which the product was originally sold.

The ER system uses pre-established return/repair policies and proceduresthat are programmed into the system so that the system can perform acheck when a product is presented for return to determine if the productqualifies for return, replacement and/or warranty repair based on salestransaction information available in the ER system for the particularproduct at issue. Thus, known ER systems include a database of returnqualification information (or warranty/replacement criteria) for variousmanufacturer's which enables the system to make an accuratedetermination with respect to whether or not a particular product oritem (that is uniquely identified by the system using a serial number orother unique identifier) actually qualifies for return (orwarranty/replacement) based on the appropriate qualification criteria.Such ER systems have greatly reduced improper and fraudulent returns andwarranty claims.

ER systems have, in the past, used a unique identifier for each productthat is registered, thereby enabling the system to provide returnqualification information respect to the particular product beingreturned. Voice recognition systems for accessing the ER database havealso been based on unique identifiers. Thus, in the past, products thatdo not include a unique identifier associated therewith have not beenable to be incorporated into ER systems for access by VRU systems.

Voice recognition systems have been successfully used in the past inconnection with electronic registration systems for purchased productsfor the purpose of enabling users to obtain information about return,warranty, replacement and/or repair of the purchased products. Voicerecognition (VRU) systems have been used in the connection with suchelectronic registration (ER) systems to enable remote access to theregistration data that is collected by the ER system. Due to the factthat the ER systems have been based on serialized products (i.e.,products each having a unique serial number), the VRU systems usedtherewith have also been based on the use of serial numbers. An exampleof a VRU system that uses serial numbers is disclosed in PCT applicationNo. PCT/US01/25296 filed Aug. 14, 2001 (Atty Docket No. 723-1159), andentitled “Voice Recognition Method and Apparatus Using Dynamic LinkLibrary”, the disclosure of which is incorporated by reference herein.

While such VRU systems have proven to be very useful in their currentforms, additional improvements in such systems are still desired inorder to provide additional functionality that will benefit customers,retailers and/or manufacturers. To this end, the instant inventionprovides an improved VRU system that has increased functionality, byproviding an enhancement to known VRU systems that enable information onnon-serialized products (i.e., products that do not have a uniqueidentifier) to be accessed by users in a manner that is similar to theserialized VRU systems.

In accordance with the invention, the improved VRU system enablesnon-serialized data or identifiers to be used to access return/warrantyqualification information that applies to a class or group of similarproducts. For example, in accordance with the invention, model numbersor other non-serialized data (such as UPC or SKU numbers) that do notuniquely identify a particular product can be entered into the VRUsystem for the purpose of obtaining return and/or warranty informationfor the product. The invention enables information to be accessedthrough a VRU on products that may not have been originally intended forelectronic registration, due to, for example, their price, nature orother characteristics. The invention also enables products that havealready been sold without collecting registration data at the point ofsale to be added into the ER system for access by the VRU system.

In accordance with the invention, the VRU system accesses a databasethat has been previously loaded with information on model numbers (orother non-unique identifiers) and applicable return and/or warrantycriteria for products having these model numbers. The database may alsocontain serialized information so that the VRU system can perform serialnumber (or other unique identifier) lookup operations and model number(or other non-unique identifier) lookup operations. Thus, the instantinvention enables non-serialized products to benefit from electronicregistration in substantially the same manner that serialized productshave and are currently benefiting from electronic registration. Whilethe non-serialized information does not provide the same level ofaccuracy as a serialized system, in that specific sales information on aspecific product is not available for the non-serialized products, theinformation is still useful in making logical decisions about whether ornot the product qualifies for return or warranty based on information inthe system about the entire class or group of products to which theproduct belongs.

In accordance with one aspect of the invention, a voice response systemis provided for use in obtaining return qualification information for aproduct using a non-unique product identifier. The voice response systemincludes: a dial-in system operable to prompt a caller for thenon-unique product identifier, wherein the non-unique product identifieridentifies the product as a member of a defined product group; a productregistration database including a plurality of different, non-uniqueproduct identifiers; a return policy storage that defines returnpolicies for each of the non-unique product identifiers; and anarrangement that looks up a specific return policy for the non-uniqueproduct identifier entered by the caller and provides information to thecaller regarding return qualification for the product identified by thenon-unique product identifier.

In accordance with another aspect of the invention, a method is providedfor operating a voice response system. The method includes: storingdifferent non-unique product identifiers into a system; storing a returnpolicy in the system for each of the non-unique product identifiers,wherein the return policy defines criteria under which products havingthe non-unique product identifier associated with the policy can bereturned; prompting a caller using a dial-in voice system for anon-unique identifier associated with a product for which a return isdesired; Looking up the entered non-unique identifier to determine if itcorresponds to one of the stored non-unique identifiers in the system;if the non-unique product identifier does correspond to a storednon-unique identifier, obtaining a stored return policy for thatnon-unique product identifier; and communicating return qualificationinformation based on the stored return policy back to the caller throughthe voice system.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention will be further understood by review of the followingdetailed description of the invention when read in conjunction with theappended drawings, in which:

FIG. 1 is an exemplary high-level flow chart of the main features of theVRU system of the instant invention;

FIG. 2 is an exemplary overall block diagram illustrating the operationof the instant VRU system in accordance with a preferred embodiment ofthe instant invention;

FIG. 3 is an exemplary high-level flow chart illustrating the operationof the instant VRU system;

FIG. 4 is a schematic diagram of the interaction between the VRU, DLLand database in accordance with a preferred embodiment of the instantinvention.

FIG. 5 is a more detailed flow-chart illustrating a preferred embodimentof the operation of the instant VRU system;

FIG. 6 is an exemplary block diagram illustrating the VRU watchdogfeature of the instant invention; and

FIG. 7 is an exemplary block diagram of the speech watchdog feature ofthe instant invention.

DETAILED DESCRIPTION OF THE DRAWINGS

The preferred embodiment of the instant invention will now be describedwith reference to the drawings. It is noted that this description of theinvention is only exemplary and is not meant to limit the inventionbeyond the express scope of the appended claims.

FIG. 1 shows a high-level flow chart of the main steps that areperformed in accordance with the VRU model number lookup system of theinstant invention. In accordance with the invention, non-unique productidentifiers, such as product model numbers or the like, are preloadedinto a database system, such as an electronic product registrationsystem. The loaded model numbers define model numbers for which thesystem will be able to provide return qualification information to arequesting party. Thus, if a manufacturer, retailer or other partydesires to utilize the system for the purpose of reducing the number ofunauthorized returns, that party provides the models numbers of interest(or other non-unique product identifiers) so that they can be loadedinto the system. The party then also defines a return/warranty policyfor each different model number that has been loaded into the system.The policies are preferably based on some information that relates tothe sale or shipment of products having the particular model numbers.For example, a policy may state that product having a particular modelnumber cannot be returned X days after the last shipment of suchproducts from the manufacturer to the retailer. Another example of apolicy is one that states that products having a certain model numbercannot be returned X days after the last sell-through date at theretailer or products having that model number. These are useful policiesin reducing unauthorized returns, because they define a time period forreturn that logically relates to a legitimate return period. Forexample, if a retailer knows that the last product having a certainmodel number was sold on a certain date, then the retailer can define apolicy that states that no returns are allowed after X days (e.g., 90days) from that date for products having that model number. Of course,this system may allow some improper returns, due to the fact that thereis no way to know exactly when a particular product having the modelnumber was purchased (or shipped). However, the system at least canprovide a logical cut-off date for returns based on the last sale (orshipment) date for all products having that model number, thereby stilloperating to reduce the number of unauthorized returns. In other words,in this example, the system basically assumes that all products havingthat model number were purchased on the date the last one was purchased(even though this is likely not the case). This enables decisions to bemade as to return qualification based on these last dates. Any policycan be used in accordance with the system with a group of productshaving the same non-unique product identifier depending on theparticular desires of each retailer and/or manufacturer.

It is noted that the invention has been described in the context of aVRU system. However, the invention has broader applications and can beused in a computerized look-up system as well as a VRU system. In thecomputerized system, the user would access the system through a web siteor other computer communication and then be prompted for the modelnumber or other non-unique identifier. The computerized system wouldthen look up the associated return/warranty policy for the product andprovide return qualification information back to the user through thecomputer system (rather than through the VRU system).

As explained above, rather than sending a product serial number query toa database, a non-unique identifier, such as a product model number, isaccepted by the VRU and is sent to the database. As will be understoodby those skilled in the art, a product serial number is unique for eachproduct, whereas more than one product (typically the same type ofproduct) may have a non-unique identifier such as a product modelnumber. While the description of the present invention will hereinafterrefer to “model number”, those skilled in the art will understand thatany non-unique identifier could be sent as at least part of a query tothe database in accordance with the instant invention.

In one embodiment of the instant invention, the caller will speakwhether a serial number lookup or a model number lookup (or some othertype of lookup) should be performed. The VRU will then access theappropriate database based upon that spoken indication from the caller.Alternatively, the VRU system is capable of automatically determiningwhether a spoken or keyed query provided by the caller is a productserial number query or a product model number query (or other type ofinformational query) just from the number itself and automaticallyaccesses the appropriate database based upon that determination.

If a serial number lookup query is requested by the caller, serialnumber registration information is retrieved from the system, asdescribed, for example, in the above-referenced PCT application. The VRUthen converts the information so that it is sent back to the caller. Onthe other hand, if a product model number query is requested by thecaller, then policy information relating to products having that modelnumber can be retrieved from the system. The VRU can then convert thispolicy information so that it can be read back to the caller through theVRU system. The VRU system of one embodiment of the instant inventionenables users to obtain information regarding return, warranty,replacement and/or repair of previously purchased products using productmodel number information and without any type of information (e.g.,serial number, purchase date/time and/or individual transactioninformation) being obtained at the time the product is purchased.

By using a model number look-up rather than a serial number lookup, aretailer can effectively control the return, warranty, replacementand/or repair of purchased products even if the retailer did not collectany information at the time the products were purchased, or even havethe ability of (or even contemplated) providing such control at the timethe products were purchased, since no information at the point of saleis needed. Moreover, no information regarding the individual purchasetransactions, particular purchase dates/times and/or serial numbers isneeded to provide model number lookup in accordance with the instantinvention. Instead, policy or criteria information is needed thatrelates to the entire class or group of products that are covered by themodel number or other non-unique identifier. For example, a policy maybe defined for a particular product model number such that any purchasedproduct having that model number cannot be returned X number of daysafter the last ship date from the manufacturer to the retailer ofproducts having that model number. This exemplary return policy can beinstituted by the retailer and/or manufacturer without collecting anyinformation at the time of sale and can thus be instituted after some orall of the sales of the products having that particular model number arecompleted. As long as the return policy for that particular model numberhas been defined before the caller provides the model number query tothe database, the only additional information needed is the model numberitself from the caller. Serial number, purchase date/time and/or othertransactional data at the time of sale (or any time thereafter) is notrequired.

A VRU system using a model number lookup can operate at a lower costsince a registration system for obtaining information at the time ofsale or any time thereafter is not needed. In addition, the products donot have to be assigned unique identifiers. Thus, a system whichregisters serial number, purchase date/time and/or other transactionalinformation is not necessarily needed in order for the VRU system of theinstant invention to operate effectively to reduce the number ofimproper or fraudulent returns and/or warranty repair or replacement.Moreover, less storage space for model number data and policyinformation is typically needed than for a time-of-sale registrationsystem (e.g., a serial number registration system).

Referring now to FIG. 2, when a call accesses the VRU system of thepresent invention, the caller is greeted with a welcome message. The VRUprompts the caller for initial information, such as a manufacturer of apurchased product. This is preferably a speech recognition step and canrecognize several manufacturers and product types associated with thosemanufacturers. If the manufacturer spoken by the caller is a registeredclient of the VRU system (such as a SiRAS client), the VRU prompts thecaller to speak whether a serial number lookup or a model number lookupis to be performed. Alternatively, the VRU system is capable ofautomatically determining whether a spoken or keyed number provided bythe caller is a serial number or a model number (or other type ofinformation) just from the number itself.

If the caller speaks that a serial number lookup is to be performed (oralternatively, if the VRU automatically determines that the numberspoken or keyed by the caller is a serial number), that information issent to, for example, an Oracle® table to query. After retrieving theserial number information, the system returns all of the applicablereturn and/or warranty dates that have been defined in the system. TheVRU converts all of the information into sentences, which are thenplayed back to the caller. This whole process preferably takes about 3-5seconds to complete. The VRU will then ask the caller if they want theinformation repeated or give options to lookup a service center (basedon the specific product they looked up), get the 800# for themanufacturer, or try another serial number. Additionally, the VRU couldalso ask the caller if he/she wants to enter a new serial number or amodel number. Inasmuch as the instant invention is primarily directed tonon-serialized (e.g., model number) lookup, additional details about theserial number lookup features are omitted and can be further understoodfrom review of the above-referenced U.S. patents and PCT application.

If the caller speaks that a model number lookup is to be performed (oralternatively, if the VRU automatically determines that the numberspoken or keyed by the caller is a model number), the VRU can send aquery to a Microsoft Access® or an Oracle® data table which storespreloaded model information. If the model number information of thequery sent to the data table fails to correspond to (e.g., fails tomatch) any of the preloaded model numbers in the data table, the VRUplays an error message that the model number doesn't exist or isincorrect and asks for a new model number to be provided by the caller.If the model number information of the query sent to the data table doescorrespond to a preloaded model number in the data table, the VRUretrieves the pre-loaded policy information (e.g., return, warranty,replacement and/or repair information) associated with that particularmodel number from the data table or other suitable database. The VRUconverts the policy information associated with the selected modelnumber into sentences, which is then played back to the caller. The VRUwill then ask the caller if he/she wants the policy informationrepeated, and gives an, option to lookup a service center (based on thespecific product he/she looked up), obtain the telephone number of themanufacturer, or try another model number. Additionally, the VRU canalso ask the caller if he/she wants to enter a serial number to therebyinitiate a serial number lookup as described above. After completingeither the serial number lookup or the model number lookup, if thecaller chooses to lookup a service center, the VRU prompts the caller tospeak or key in their zip code to obtain the three (or other number of)closest service centers for the identified product. After the servicecenter information is complete, the caller can repeat the information,try another zip code, or start over with another serial number.Additionally, the caller could start over with a model number.

As explained above, when someone calls the VRU, the caller is greetedand prompted for the manufacturer. After the caller speaks themanufacturer, the caller is prompted to speak whether a serial numberlookup or a model number lookup is requested. In accordance with analternative embodiment of the instant invention, a number can be spokenor keyed (i.e., dialed) by the caller and the VRU will automaticallydetermine whether the number is a serial number or a model number. Ifthe caller requests that a serial number lookup is to be performed, theVRU performs a serial number lookup. If, however, the caller requeststhat a model number lookup is to be performed, the VRU performs a modelnumber lookup.

To perform a model number lookup, information relating to the modelnumber from the caller is sent as a query to a Microsoft Access® orOracle® data table (or any other suitable data table) which storespreloaded model information. As will understood by those skilled in theart, “preloaded” model information is stored at any time before thequery is sent by the caller to the data table. The model numberinformation from the caller is compared with the preloaded modelinformation stored by the data table to see if the model number existsin the data table. If model number information from the caller does notcorrespond to (e.g., match with) one of the preloaded model numbers ofthe data table, an error message will be played indicating that themodel number from the caller does not exist or is incorrect. The VRUwill then prompt the caller to re-speak the model number. If the modelnumber information originally provided by the caller does correspond toone of the preloaded model numbers, the VRU will select and retrievepolicy information which is associated with that particular model numberfrom the data table. The VRU will convert this retrieved information andplay to the caller a policy information message that explains thereturn/warranty repair options that may be available to the caller.Alternatively, the policy information may be stored in a preloadeddatabase different than the Microsoft Access® or Oracle® data tablewhich stores the model number information.

The policy information can be defined by the retailer and/ormanufacturer for each model number. Different retailers can thus havedifferent policies for the same model number. A non-exhaustive list ofexamples of the policies includes the following:

Policy A—Purchased product cannot be returned X days (e.g., 90 days)after the last ship date for products having the model number (e.g., thelast date products were shipped from the manufacturer to the retailerhaving that model number).

Policy B—Purchased product cannot be returned X days after the lastsell-through date at the retailer of products having that model number.The last sell-through data can be determined, for example, throughinventory records for the retailer.

Policy C—Purchased product cannot be returned. Only warranty repair isavailable.

Policy D—Purchased product cannot be returned. No warranty repair.

Policy E—Purchased product can be returned only by a specificretailer(s) or authorized service center(s). Returns by other retailersor non-authorized service centers are not permitted.

After a policy message is complete, the caller can repeat the playing ofthe policy message, initiate a service center lookup as described below,or enter a new model. In accordance with a further embodiment of theinstant invention, a new serial number can also be entered to thus begina serial number lookup as described above.

When a model number is requested by a caller, a counter may be activatedto count the total number of times a specific model is requested. Thiscount can be stored in a database and further increased for each modelnumber as they are respectively requested. This count may, for example,provide an indication that a specific product model is being returnedoften by customers.

The voice recognition system of the instant invention may use a methodknown as “screen scraping” in order to obtain the desired data for usein the VRU process. Such screen scraping methods rely on a computerscreen (such as an AS/400 screen) to display information. The VRU willsend the query (such as a product serial number query) to the AS/400screen and the VRU will copy the return information it sees on thescreen. This information is converted and the appropriate information(such as date information relating to a previously purchased product)are read back to the caller. Screen scraping is not always a reliableway to retrieve data because if any screen on the AS/400 is modifiedand/or fields are moved around, the VRU system needs to be retrained toknow what the screens look like and what parts need to be scraped (i.e.,what fields contain the desired data). Thus, the preferred embodiment ofthe instant VRU system uses a custom dynamic link library (DLL) insteadof screen scraping in order to improve the operation of the VRU system.By using a custom DLL, things can change in the background and thesechanges are seamless to the VRU. In other words, the VRU system of theinstant invention preferably does not use an AS/400 screen or othercomputer screen. Instead, the product model number query (or otherinformation query) is sent via a customized DLL to a database servletapplication using, for example, HTTP protocol. In the preferredembodiment, the application accesses a specified host system such as anOracle database and retrieves the model number registration information.The servlet returns the model number registration information (or otherdesired information) back to the DLL, which in turn returns it back tothe VRU. The VRU converts the information and the appropriate datesrelating to the model number (or other non-unique identifier) are readback to the caller. The preferred customized DLL embodiment of theinstant invention is described in further detail below.

Referring now to FIG. 3, the high-level flow of the VRU system of theinstant invention includes a first step 10 of greeting a caller whocalls the VRU system. In this step, the VRU uses voice prompts to promptthe user to enter information through the telephone or othercommunication device needed in connection with the particularapplication in which the VRU system is employed. For example, when usedin an Electronic Product Registration (ER) system, such as described inthe above-referenced patents, the VRU prompts the user to enterinformation regarding the product that the user is calling about, suchas the product model number and manufacturer. The VRU includes apredefined object for each of the pieces of information that isrequested by the VRU. The VRU then passes the information to acustomized Dynamic Link Library (DLL) (Step 12). The DLL includespredefined fields corresponding to the objects in the VRU. The DLL alsoincludes additional fields to be loaded with information from thedatabase to be passed back to the caller, as will be described ingreater detail below.

Once the DLL has data passed to it by the VRU, a database applicationprogram uses the information in the DLL to formulate a query to adatabase, such as an Oracle® database or the like. The database is thenqueried (Step 14) to obtain information therefrom corresponding in someway to the information provided by the caller. The result of the queryis then passed back to the DLL and is loaded into predefined fields inthe DLL. The VRU then obtains the resulting information from the DLL andloads the information into corresponding objects in the VRU (Step 18).The VRU then provides the information back to the waiting caller,thereby providing the caller with the information that was requested(Step 20).

FIG. 4 shows the interaction between the VRU 22, DLL 24 and database 26during an exemplary call from a user of the VRU system. In this example,the VRU system is designed to work in conjunction with an ER system,wherein the caller requests return or warranty information on apreviously purchased non-serialized product. As seen in FIG. 4, in thisembodiment the VRU includes objects for Manufacturer, Model No. and ZipCode. Thus, this is the information that is requested from the caller bythe VRU. The DLL 24 includes predefined fields that correspond to thesethree VRU objects. Thus, the object data from the VRU is loaded directlyinto the predefined fields in the DLL. In this example, the Manufacturerand Model No. are used by the database application program to formulatea first query to the database. In this example, the result of this firstquery is the last date for return and/or warranty repair for the productidentified by the entered model number. The database includes a productregistration database that is established by importing the model numbersand the associated return/warranty criteria or policies with respect toeach of the model numbers.

The result of the first database query is loaded into a correspondingfield of the DLL (e.g., Return Date field). The VRU 22 then obtains thereturn date information from the DLL and stores it as a predefinedreturn date object. The VRU then uses the date object to provide a voiceresponse back to the caller to communicate the date information back tothe caller. In this manner, the VRU system of this example enables thecaller to enter product information and get return date information backfrom the system, thereby informing the user whether or not the productqualifies for return and/or warranty repair.

In the example of FIG. 4, the caller is given the option of obtaininginformation on service centers for the product by entering zip codeinformation when prompted by the VRU. As with the Manufacturer and ModelNo. information, the Zip information is passed to the DLL and is thenused by the database application program to formulate a second query tothe database. The second query uses the zip code information to obtaininformation on the three closest service centers for the product. Thisservice center information is then passed back to the DLL and finally tothe VRU in order to provide the service center information to thecaller. This information is useful to the caller when, for example, theproduct no longer qualifies for return under qualification guidelinesfrom the ER database.

FIG. 5 shows an overall flow chart of the exemplary VRU system of theinstant invention and as described above in connection with FIGS. 1 and2. As shown in FIG. 5, when a call comes in to the VRU, the caller isgreeted with the welcome message. The VRU then prompts the caller forinitial information, such as the manufacturer of a purchased product.This step is preferably a speech recognition step and can recognizeseveral manufacturers and product types associated with thosemanufacturers (i.e., NOA, SEGA, PHILIPS). If the manufacturer spoken isa registered client of the product registration system, the VRU promptsthe caller to speak or key in the model number of the product. After thecaller provides the model number, the custom DLL 24 takes thatinformation and sends it via, for example, HTTP to a servlet, which inturn sends it to the Oracle table to query. After retrieving the modelnumber information, the DLL returns with the return and/or warrantydates. The VRU converts all of the DLL information into sentences, whichis then played back to the caller. This whole process preferably takesabout 3-5 seconds to complete. The VRU will then ask the caller if theywant the information repeated or give options to lookup a service center(based on the product they looked up), get the 800# for themanufacturer, or try another model number (or serial number if thesystem also supports serialized product registrations). If the callerchooses to lookup a service center, the VRU prompts the caller to speakor key in their zip code. Using another custom DLL, the VRU sends theproduct information and zip code to the servlet. The servlet works withan application, which assigns latitude and longitude and then providesthe three closest locations to the zip code provided. The three closestservice centers are sent back to the VRU and the VRU assigns theappropriate voice files to play according to the information given backby the DLL. This process preferably takes about 3-5 seconds to complete.The results are then played back to the caller asking which servicecenter they would like information on. After the service centerinformation is complete, the caller can repeat the information, tryanother zip code, or start over with another model number.

Any known and suitable type of voice recognition system may be used tointeract with the caller, and the details of such systems arewell-known. Thus, additional details regarding the specific operation ofthe VRU itself are not provided herein.

As can be seen from the example above, the customized DLL acts as aninterface between the VRU and the registration database. As can be seenin FIG. 5, the preferred embodiment includes a model number lookupportion and a service center lookup portion. Further details on the DLLare provided below with respect to each of these portions of thisembodiment.

In accordance with the model number lookup portion, when someone callsthe VRU, the caller is prompted for the manufacturer of the product.This step is only optional in this embodiment. Depending on the desiresof the designer of the system, the manufacturing information could beomitted, as this information may be obtained directly from the serialnumber. After the caller speaks the manufacturer, the caller is promptedfor the model number. The caller speaks the model number into the VRU.The VRU then loads the model number and the manufacturer into the DLL.The DLL is sent to an application server and the information is given toa servlet. The servlet gathers the registration information and thenloads the DLL with all of the registration related dates andinformation. The DLL returns to the VRU and the VRU converts the datesand information and then reads back the information to the caller. Thiscompletes the model number lookup portion of this embodiment.

In accordance with the service center lookup, after a model numberlookup is finished, the caller can choose to speak in their zip code tolookup the closest service center for that specific product. After a zipcode is spoken, the DLL loads the zip code and the model number (givenby the first DLL). The DLL is sent to an application server and theinformation is given to a servlet. The servlet gathers the 3 closestservice centers and loads them into the DLL. The DLL returns to the VRUand the VRU reads back the 3 locations that were provided by the DLL.This completes the service center lookup portion.

It is noted that a single customized DLL may be used or a plurality ofcustomized DLLs may be used to implement the invention. In the lesscomplex applications, such as described above, a single DLL can be usedfor both the model number lookup portion and the service center lookupportion. It is further noted that the ER system application of theinvention described above is only one example as to how the instantinvention can be implemented. In accordance with the invention, thecustomized DLL can be used in connection with any suitable voicerecognition and response system to improve the overall operationthereof.

In many VRU systems, it is important to assure that the system isoperating properly by performing periodic tests of certain aspects ofthe VRU system. FIGS. 6 and 7 show exemplary processes for testing theoperation of the system. FIG. 6 shows a VRU watchdog process that can beused in accordance with the instant invention to check the overalloperation of the VRU system. FIG. 7 shows a speech watchdog process thatcan be used in connection with the VRU watchdog of FIG. 6 to check thespeech recognition server of the VRU system is operating properly. Eachof these watchdog processes of FIGS. 6 and 7 will be explained ingreater detail below.

Referring now to FIG. 6, the VRU watchdog process is used to checkvarious parts of the system, including the model number lookup DLL, theservice center lookup DLL, local access to the database, the speechrecognition server, as well as any other VRUs running in parallel tosupport sufficient traffic through the VRU system. As can be seen inFIG. 6, a first check is made to determine if the model number lookupDLL is functional. If not, the system automatically pages or otherwisecontacts the appropriate support personnel for the VRU system. If themodel number DLL is functional, then the system checks to see if theservice center lookup DLL is functional. If not, the systemautomatically pages the appropriate support person. If the servicecenter DLL is functional, the system checks to see if the local accessto the database is operating. If not, the system automatically contactsthe support person. If the local access is fine, the system checks thespeech recognition server by calling the watchdog application of FIG. 7,which will be described in detail below in connection with FIG. 7. Ifthe speech server is not operating properly, the support person iscontacted. Finally, any other VRU systems operating in parallel tosupport the anticipated traffic to the VRU system is checked in the samemanner as described above. Any errors that are found are logged by thesystem with a time and date stamp in a local access database.

The VRU watchdog is preferably designed to run every 15 minutes andchecks all of the DLL's, local databases, speech recognition server, andthe other VRU(s), if any. In the preferred embodiment, there are atleast two VRU's that have these watchdogs running. If there is a failurein any section of the testing, the VRU will page the VRU support teamwith the specific error that was encountered. The system will alsocreate a log entry on the local database with the exact error, the date,and the time the error was encountered. Further details on theparticular operation of this VRU watchdog are provided below.

As indicated above, the system checks all DLL's by sending a request tothe servlet (to simulate a consumer calling on a specific model number)and the watchdog expects specific data to come back. If the data is notaccurate or the DLL didn't send anything at all, the system sends outthe page and creates the error log entry for the failed DLL. Thewatchdog then checks the local database by doing a quick query. If thedatabase connection is not there, the system sends out the page to thesupport group. The next check for the watchdog is the speech recognitionserver. The watchdog places a call to the Speech Watchdog of FIG. 7 andspeaks a sentence that has a high confidence. If the speech server isdown, the speech watchdog handles the paging to the support group. Thefinal check for the watchdog is calling any other VRUs running inparallel to the first VRU system. The watchdog places the call and ifthe other VRU doesn't answer it will page the support team and create anentry in the error log. After the checks are completed, the watchdogresets itself and waits 15 minutes and launches again. The watchdogprocess preferably only takes about 10 seconds to complete.

The specific operation of the speech watchdog will now be described inconnection with FIG. 7. The speech watchdog waits for the VRU watchdogto call and then verifies the speech recognition server is up byrecognizing prerecorded message that is guaranteed to be a certainconfidence within the VRU system. In other words, the speech watchdogwaits for the VRU Watchdog to call it. After receiving the call, thespeech watchdog prompts for some speech. After the VRU watchdog speaks,the utterance is sent to the speech recognition server. If the speechwasn't recognized, the speech watchdog sends out a page to the supportteam and logs the error that the speech server is down. The speechwatchdog then hangs up and waits for the watchdog to call back.

While the preferred forms and embodiment of the instant invention havebeen illustrated and described, it will be apparent to those of ordinaryskill in the art that various modification and/or changes may be made tothe exemplary embodiment described above. Thus, the exemplary embodimentdescribed above is not meant to limit the scope of the invention beyondthe express scope of the appended claims.

1. A method of obtaining return and/or warranty qualificationinformation for a consumer-type product on behalf of a consumer, themethod comprising: prompting the consumer for at least one identifier ofthe product in connection in connection with a return and/or warrantyeligibility inquiry; receiving the at least one identifier of theproduct from the consumer; causing a computer to search an electronicregistration database for a relevant policy based on the at least oneidentifier of the product received from the consumer; and communicatingthe relevant policy, if found, to the consumer, wherein when the atleast one identifier of the product uniquely identifies the product, thecomputer is caused to search the electronic registration database for anexact match to the at least one identifier received from the consumer,and the relevant policy that is communicated to the consumer is thepolicy associated with that exact match, and wherein when the at leastone identifier of the product does not uniquely identify the product:the at least one identifier received from the consumer is considered anon-unique identifier of the product, the computer is caused to searchthe electronic registration database for a related product having thesame non-unique identifier as that received from the consumer, and therelevant policy that is communicated to the consumer is the policyassociated with that related product.
 2. The method of claim 1, whereinthe prompting, receiving, and communicating are practiced in connectionwith a telephone system.
 3. The method of claim 1, wherein the at leastone identifier of the product is received via keyed-in data from theconsumer.
 4. The method of claim 1, wherein the at least one identifierof the product is received from the consumer by recognizing spokenwords.
 5. The method of claim 1, wherein the communicating includesperforming text- to-speech conversion on the relevant policy.
 6. Themethod of claim 1, further comprising enabling the consumer to initiatea service center lookup operation following communication of a foundrelevant policy.
 7. The method of claim 1, further comprising providingthe consumer with manufacturer contact information in response to acorresponding request received from the consumer following communicationof a found relevant policy.
 8. The method of claim 1, furthercomprising, following communication of a found relevant policy,repeating the communicating and/or enabling the consumer to initiate afurther return and/or warranty eligibility inquiry.
 9. The method ofclaim 1, wherein the non-unique identifier is a model number of theproduct.
 10. The method of claim 1, wherein the related product is theproduct in the electronic registration database that was shipped last.11. The method of claim 1, wherein the related product is the product inthe electronic registration database that has the most recentsell-through date.
 12. A system for use in obtaining return and/orwarranty qualification information for a consumer-type product on behalfof a consumer, comprising: a telephone response system configured toprompt the consumer for, and receive from the consumer, at least oneidentifier of the product in connection in connection with a returnand/or warranty eligibility inquiry; and a computer system configured tosearch an electronic registration (ER) database for a relevant policybased on the at least one identifier of the product received from theconsumer, the ER database storing information regarding a plurality ofproducts and associated return and/or warranty information; wherein thetelephone response system is further configured to communicate therelevant policy, if found, to the consumer, wherein when the at leastone identifier of the product uniquely identifies the product, thecomputer system is caused to search the electronic registration databasefor an exact match to the at least one identifier received from theconsumer, and the relevant policy that is to be communicated to theconsumer is the policy associated with that exact match, and whereinwhen the at least one identifier of the product does not uniquelyidentify the product: the at least one identifier received from theconsumer is considered a non- unique identifier of the product, thecomputer system is caused to search the electronic registration databasefor a related product having the same non-unique identifier as thatreceived from the consumer, and the relevant policy that is to becommunicated to the consumer is the policy associated with that relatedproduct.
 13. The system of claim 12, wherein the at least one identifierof the product is received via keyed-in data from the consumer.
 14. Thesystem of claim 12, further comprising a voice recognition unitconfigured to recognize words spoken by the consumer.
 15. The system ofclaim 12, wherein the telephone response system is further configured toreceive one or more supplemental requests from the consumer including: afirst request to initiate a service center lookup operation, a secondrequest for manufacturer contact information, a third request to repeatthe found relevant policy, and a fourth request to initiate a furtherreturn and/or warranty eligibility inquiry.
 16. The system of claim 12,wherein the non-unique identifier is a model number of the product. 17.The system of claim 12, wherein the related product is the product inthe electronic registration database that was shipped last.
 18. Thesystem of claim 12, wherein the related product is the product in theelectronic registration database that has the most recent sell-throughdate.
 19. The system of claim 12, wherein the telephone response systemis further configured to indicate to the consumer that a relevant policyhas not been found when the at least one identifier does not match anydata in the ER database.
 20. The system of claim 12, wherein serialnumbers help to uniquely identify products in the ER database.